Card Implementations and Support Analyst

POSITION SUMMARY:

The Consultant will be tasked with implementing new card programs for both Credit and Debit, assist clients with training, workflow assessment, as well as provide surround support and custom configuration to ensure all aspects of the Card programs are easily transitioned and supported pre and post go live. This position serves as the primary point of contact for clients for the Card implementation projects. 

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

• Configure and implement Credit and Debit Card functionality.
• Manage Certification testing as an SME.
• Manage GoLive activities to bring Debit and Credit Cards up and live.
• Train Clients on all Debit and Credit Card items, including but not limited to card increases, card maintenance, all ancillary systems needed to perform daily tasks, train on Card reconciliation.
• Support the clients after GoLive until they are comfortable with all knowledge transfer and able to perform duties independently.  
• Document client and internal discussions and decisions.
• Provide consultation to the client during the conversion and implementation process.
• Provide conversion and implementation support, to both internal and external clients utilizing phone, email, and other communication methods as applicable.
• Support ongoing client implementation issues by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
• Create and maintain process and procedure documentation for both internal and external parties.
• Actively monitoring and managing all Fresh Service Tickets as they relate to Debit and  Card implementations. 
• Communicate progress and any potential problems to management for awareness and/or resolution.
• Be responsible for pre-conversion remote and on-site client assistance to ensure data integrity, which may include third party interfaces.
• Create and manage full project plans and coordinate with requirements with third party vendors. 
• Analyze and conduct root/cause analysis on incidents during the implementation process. 
• Develop and maintain the tools used to ensure the efficiency and effectiveness of the conversion and implementation process.
• Maintain flexibility in schedule to allow for occasional travel.
• Perform all other related duties as required or assigned.

QUALIFICATIONS:

• 5+ years of banking experience specializing in Debit and Credit Cards
• Experience working with Credit Unions
• Experience in card production and implementation 
• Knowledge of customer service techniques and standards
• Proven ability to identify/manage efficiency gains 
• Proven development and motivational skills
• Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Google Suite, and Smartsheet
• Strong verbal and written communication skills
• Effective public presentation skills
• Diligent time management and analytical skills
• Process and detail oriented
• The ability to multitask and prioritize responsibilities independently. Being able to pivot to other tasks quickly, while not losing sight of all items.
• Self starter with the ability to search out answers
• Flexibility

Salary & Benefits:

• $100,000 - $110,000 Annual Salary 
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic Dental premiums)
• Flexible Paid Time Off